Download VITALITY BROADBAND USER MANUAL

VITALITY BROADBAND
USER MANUAL
WWW . VITALITYBROADBAND . CO . ZA
1.
VERSION CONTROL
1.1.
DOCUMENT MAN AGEMENT
Creation Date
J un e 2 0 11
Published Name
V it a l it y B r o a db a nd Us er M an u a l
Publish Location
Version Number
1. 0
Review Period
Q u ar t er l y
Next Review Date
A ug us t 20 1 1
1.2.
DOCUMENT MAINTENANCE HISTORY
V er s io n
Dat e
1. 0
03 / 06 /2 0 11
Ed it o r
IS IT
Det ai l s
F ir s t f or m a l s u pp or t d oc um en t at i on
G o v er n a nc e
1. 1
20 / 06 /2 0 11
IS IT
Up d at es to la yo u t
G o v er n a nc e
1.3.
BACKGROUND
A l l Dis c o v er y V i ta l i t y m em ber s g et A D S L i nt er n e t ac c es s f r om o n l y R 22 a G B . C h o os e
an y s i ze c ap p ed o r un c ap p ed AD S L p ac k ag e a n d ge t a m ai lb ox , f a x n um ber a n d
10 0 M B of A l wa ys O n H ot p ot Ac c es s a bs o lu te l y f r ee! A l l yo u n ee d t o g et c on n ec t ed is
pos t p a id T e lk om li n e an d A D S L r o ut er , le a v e th e r es t to us ! Vi t al i t y B r o a db a nd r uns
on I n ter n et So l ut i ons wor l d c l as s i nf r as tr uc t ur e as s ur i n g yo u of a qu ic k , r e l ia b l e
c on n ec t i on at a l l t im es . T h is m an u a l wi l l as s i s t yo u wi th e ver yt h i n g yo u ne e d to k no w,
f r om pur c has i n g a s er v ic e to a dm in is ter i n g i t, v i e wi n g s ta t is t ic s , c ha n g in g ac c ou n t
de t ai ls e tc e tc . W e ho pe yo u e nj o y yo u r br o ad b an d ex p er ie nc e wi t h us !
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Contents
1.
V ER S IO N C O NT RO L .................................................................................................. 2
1. 1. DO C UM ENT M AN AG E M ENT ............................................................................. 2
1.2. DO C UM ENT M AI NT E N AN C E H I ST O RY ........................................................... 2
1. 3. B AC KG RO U ND .................................................................................................. 2
2.
SU P PO RT PRO C ED U RE D ET AI L S ........................................................................... 4
2. 1. CO NT ACT D ET AI L S .......................................................................................... 4
2. 2. HE L PD E SK ......................................................................................................... 4
2. 3. DE F I NIT IO N S ..................................................................................................... 4
2. 4. BRO W S E R RE Q U IR E M ENT S ............................................................................ 4
2. 5. B AN K D ET AI L S ................................................................................................. 4
3.
G ET T ING ST ART ED ................................................................................................... 5
3. 1. L O G G I NG IN ...................................................................................................... 5
3. 2. RE G I ST E RI NG ................................................................................................... 6
3. 3. HO W T O M AK E A P U RC H AS E ......................................................................... 7
4.
CU ST O M ER Z O N E ................................................................................................... 12
4. 1. M Y AC CO U NT .................................................................................................. 12
4. 2. M Y SE RV IC E S ................................................................................................. 14
4.2.1.
4.2.2.
4.2.3.
4. 3.
4. 4.
4. 5.
4. 6.
4. 7.
C AP P E D / U N C A P P E D A D S L S E R V I C E ........................................................ 15
E M AI L & E M A I L A L I A S E S ........................................................................... 17
T E L K O M S E R V I C E ....................................................................................... 18
M Y INVO IC E S ..................................................................................................
HO W T O T O P U P .............................................................................................
SU S P E ND ING A S E R V IC E ..............................................................................
RE AC T I V AT I NG A S U S P EN D ED S ER V IC E ....................................................
HO W T O BUY M O RE .......................................................................................
19
21
24
24
25
5.
F R E E BU NDL E D S E R VI C E S ...................................................................................
5. 1. EM AI L & EM AIL AL I AS E S ..............................................................................
5. 2. HO T S PO T AC C E S S .........................................................................................
5. 3. F AX T O EM AI L S E R VI CE ...............................................................................
26
26
27
28
6.
W EBM AIL .................................................................................................................. 29
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WWW . VITALITYBROADBAND . CO . ZA
2.
SUPPORT PROCEDURE DETAILS
2.1.
CONTACT DETAILS
For Support related queries either call the HELPDESK or email the relevant division as
mentioned below.
TECHNICAL: [email protected]
SALES: [email protected]
BILLING: [email protected]
OTHER: [email protected]
2.2.
HELPDESK
0861 DISCMAIL (3472 6245)
fax: 086 275 8687
Email: [email protected]
2.3.
DEFINITIONS
Invoice Description Codes
ACCOUNT
MASTE LOG IN AND CONTACT DETAILS
SERVICE
PRODUCT PURCHASED E.G. 1 GB CAPPED ADSL
CAMB –1GB
NORMAL MONTHLY 1GB CAPPED ADSL PRODUCT
UNC384
UNCAPPED ADSL 384K
DSL384
384K TELKOM LINE
TAUP-1
1GB TOP UP
HOTM-100MB
FREE 100MB HOTSPOT ACCESS
FREEFAX
FREE FAX TO EMAIL ACCOUNT
FREE-EMAIL
FREE EMAIL ACCOUNT
2.4.
BROWSER REQUIREMENTS
This website has been designed to work with the following browsers:
Microsoft Internet Explorer, Firefox and Google Chrome.
2.5.
BANK DETAILS
Bank Name: Nedbank
Branch Name: CORPORATE CLIENT SERVICES JHB
Branch Code: 145405
Account Name: Dimension Data (Pty) Ltd
Account Number: 1454107073
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WWW . VITALITYBROADBAND . CO . ZA
3.
GETTING STARTED
3.1.
LOGGING IN
In order to login, navigate to the top right hand corner of the page, and enter any one of the
following credentials:
•
Your Account username and password – this is the details you registered with
•
Your new Vitality Broadband email address and password
•
Your ADSL username and password
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3.2.
REGISTERING
This option will be available if NOT logged in but would like to purchase available services.
Registering allows access to the Customer Zone.
•
Click
•
Click
•
Populate relevant details as required.
•
or
or
to select the desired product.
on the relevant solution.
o
Email Address (Username): Populate email address
o
Password: Enter Password
o
Confirm password: Confirm Password that has been entered
o
Name: Select the relevant Title; populate First Name and Last Name
Select
to complete the rest of the form.
To obtain a username and password make a purchase and
select the New User (Register).
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3.3.
HOW TO MAKE A PURCHASE
•
Click
•
Click
or
or
to select the desired product.
on the relevant solution.
Log in either as a NEW User or as a Current Customer
Populate ADSL Username and Password.
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WWW . VITALITYBROADBAND . CO . ZA
•
Populate username and password for Free Email and Fax2Email Services.
•
•
Populate Hotspot preferred username and password.
SelectAdd to Cart and Checkout
Use the same username and password for all Services.
•
Select the relevant Payment Option by either clicking on the Debit Order or the Credit Card
Payment option.
•
To edit or remove items that has been selected for purchase
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The Purchase Details of the Items selected are reflects as follows
•
Uncapped 384
o Pricing Structure and Service Details are specified
Free Email
o The Quota for the Email Service and Service Details are specified
Free Fax 2 Email
o Service Details are specified
Pricing for Uncapped 384
•
A purchase can be processed by Credit Card or Debit Order. Select the option that is applicable.
•
•
•
If payment is made via Debit Order and the Debit Order forms
have been completed there is NO need to complete it every
time you TOP UP.
Debit Order TOP UP’s are added to your monthly debit orders
at the beginning of the following month.
Credit Card Top UP’s are deducted immediately.
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•
Select payment method as Credit Card or Debit Order
o
Option 1: Debit Order Details are correct and no changes are necessary.
o
•
•
Click
to complete payment.
Option 2: Debit Order Details need to be modified.
o
ClickEdit - Amendments to Billing Details can be done.
o
Click
to complete payment.
Option 3: New Debit Order Details needs to be captured.
o
ClickEnter new billing details
o
Populate the relevant Debit Order Details.
o
Click
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to complete payment.
WWW . VITALITYBROADBAND . CO . ZA
•
SelectView more Payment Options navigates user back to Please Select Your Preferred
Payment Option
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WWW . VITALITYBROADBAND . CO . ZA
4.
CUSTOMER ZONE
4.1.
MY ACCOUNT
MY ACCOUNT will only be available when logged in.
•
Select
Displayed Account has THREE Active Services and ONE Invoice due.
•
To view and update the details of the Account Holder, username and contact details.
•
ClickAccount Details
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Ensure that the email address and mobile number is LIVE and
relevant as this is the information used for correspondence.
•
To view and update Credit Card or Debit Order Details which is required to purchase services.
•
ClickBilling Details
Ensure that Billing Details are up to date as Non-Payment will
result in Suspension of Services.
•
The master password to log in can be changed if required.
•
ClickChange Password
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4.2.
MY SERVICES
To view a summary of what services has been purchased.
•
Select
•
ClickActive Services to view services that are currently active.
•
ClickInactive Services to view services that have been deactivated.
Currently all services are active.
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WWW . VITALITYBROADBAND . CO . ZA
4.2.1.
C APPED/UNC APPED ADSL SERVICE
To view a summary of what services has been purchased.
ClickMY SERVICES/USAGE Overview
To view services available that are currently active.
ClickActive Services
To view services that have been deactivated.
ClickInactive Services
To view details of a service, in above mentioned case we are referring to an ADSL, CAMB-2gb
(Data Service).
ClickView
To view or amend billing details applicable to above mentioned service.
ClickView billing details which will take you to Modify Billing Details.
To pull usage statistics.
ClickCheck stats
To verify Active Sessions.
Clickactive sessions
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To change the Service Password.
ClickChange Password
This allows you to bond a line to an account.
•
ClickActivate Port Locking to bond a line to an account.
Port Locking prevents unauthorized access from other ADSL
lines.
•
ClickUpgrade/Downgrade to modify a Service.
Only ADSL Services are available for Upgrades/Downgrades.
•
ClickCancel this Service to cancel a service.
Only UPGRADES within the same Service Groups are
possible.
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4.2.2.
EM AIL & EM AIL ALI ASES
•
Click
•
To view or amend billing details
•
ClickView billing details which will take you to Modify Billing Details for this Service.
ClickChange Password to change the Service Password.
•
ClickAdd Alias to add an alias for an email account.
There is a maximum of 5 aliases per email account.
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WWW . VITALITYBROADBAND . CO . ZA
4.2.3.
TELKOM SERVICE
•
Click
•
View the Status of a Line
View line sync speed and signal to noise ratio, which will
indicate possible Telkom issues.
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WWW . VITALITYBROADBAND . CO . ZA
4.3.
MY INVOICES
•
Select
•
ClickPay Selected Invoices to pay due invoices
•
Click
•
Paid: An indication of whether an invoice has been paid.
•
Invoice Total: Refers to the total due for an invoice.
•
Balance Due: Refers to the balance outstanding for an invoice.
•
Due Date: Refers to the date payment needs to be made by.
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to view invoices.
WWW . VITALITYBROADBAND . CO . ZA
If no payment has been received the service will be
SUSPENDED and payment will need to be made into our bank
account.
Please mail [email protected] for more details.
•
The Invoice gives a breakdown of the pricing for the Product/Service ordered.
Payment is made at the beginning of every month on a repeat
credit card or debit order basis.
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4.4.
HOW TO TOP UP
•
A Capped ADSL account can be Topped Up when the monthly data cap is reached.
•
Select
•
Select the desired Top Up data amountClick
•
Select the Account to Top Up and ClickAdd to Cart and Checkout
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WWW . VITALITYBROADBAND . CO . ZA
•
A purchase can be processed by Credit Card or Debit Order. Select the option that applicable.
If payment is made via Debit Order and the Debit Order forms
have been completed there is NO need to complete it every
time you TOP UP.
Debit Order TOP UP’s are added to your monthly debit orders
at the beginning of the following month.
Credit Card Top UP’s are deducted immediately.
•
Select payment method as Credit Card or Debit Order
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WWW . VITALITYBROADBAND . CO . ZA
•
Option 1: Debit Order Details are correct and no changes are necessary.
o
•
•
Click
to complete payment.
Option 2: Debit Order Details need to be modified.
o
ClickEdit - Amendments to Billing Details can be done.
o
Click
to complete payment.
Option 3: New Debit Order Details needs to be captured.
o
ClickEnter new billing details
o
Populate the relevant Debit Order Details.
o
Click
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to complete payment.
WWW . VITALITYBROADBAND . CO . ZA
4.5.
SUSPENDI NG A SERVICE
•
ClickCancel this Service to cancel a service.
•
The service will remain active until the end of the month.
Only ADSL Services are available for Cancelling online.
All associated free services (such as Hotspots, fax and email)
will be cancelled with the account. To retain any of these
services on a paid for basis please contact the helpdesk.
4.6.
RE ACTI V ATI NG A SUSPENDED SERVICE
•
Services can be reactivated at any point by logging back into the system.
•
Select
•
SelectInactive Services and reactivate service.
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WWW . VITALITYBROADBAND . CO . ZA
4.7.
HOW TO BUY MORE
•
SelectBUY MORE to add to your portfolio of services.
•
Select the relevant service
•
Click
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on the relevant solution and follow the prompts.
WWW . VITALITYBROADBAND . CO . ZA
5.
FREE BUNDLED SERVICES
•
5.1.
All Capped and Uncapped ADSL services come with a free Fax to email account, email address
and 100MB per month Hotspot Access.
EM AIL & EM AIL ALI ASES
•
Click
•
To view or amend billing details
•
ClickView billing details which will take you to Modify Billing Details for this Service.
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WWW . VITALITYBROADBAND . CO . ZA
•
ClickChange Password to change the Service Password.
•
ClickAdd Alias to add an alias for an email account.
There is a maximum of 5 aliases per email account.
5.2.
HO TSPO T ACCESS
All capped and uncapped ADSL accounts come with 100mb free
AlwaysOn Hotspot access. Click on the link below
www.alwayson.co.za/hotspotlocator for a list of all locations.
•
The Hotspot username and password is typically the Vitality Broadband email address and
password or for new customers it is the capped ADSL username and password or the username
and password selected when purchasing an uncapped service.
•
If you are unsure, please mail [email protected].
•
Once in a Hotspot connect to the “Internet” SSID, try and browse the internet, enter your
username and password and select “IS consumer” from the drop down menu.
•
Uncapped ADSL services come with a separate Hotspots service, which is administered
separately.
•
Capped ADSL services are bundled with Hotspots i.e. share the same username and password.
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WWW . VITALITYBROADBAND . CO . ZA
5.3.
F AX TO EM AI L SERVICE
•
Click
•
ClickView billing details which will navigate to Modify Billing Details for this Service.
•
ClickChange Email to change the fax to email address.
•
Recurring Details allows viewing of the Billing Cycle Information regarding Active Services.
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WWW . VITALITYBROADBAND . CO . ZA
6.
WEBMAIL
•
Webmail can be viewed by clicking on the link on the website or visiting
http://webmail.vitalitybroadband.co.za.
•
Log in using the Vitality Broadband/Discovery Mail email address and password.
•
Once logged in emails will now be accessible.
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